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Technical Customer Support Representative

Sphere Santa Ana, CA
  • Posted: over a month ago
  • $15 to $17 Hourly
  • Full-Time
  • Benefits: Vision, Medical, Life Insurance, 401k, Dental

POSITION SUMMARY

Technical Support Representatives are responsible for acting as a point of contact for technical support inquiries and researching and responding to those inquiries.

ESSENTIAL FUNCTIONS

  • Handles complex inbound and outbound request, servicing a broader customer service base; selects and explains the best solution to solve technical support inquires
  • Resolve complex Sphere products and services inquires or fulfills second level service requests, including adjustments; selects corrective processing execution method or explains the best solution to resolve all client requests; escalates as appropriate
  • Use problem solving skills and work with internal and external resources to analyze data and determine root causes of issues
  • Provides service utilizing various database and tracking applications
  • Documents client service inquires and issues for tracking purposes
  • Meets performance expectations by achieving established goals and objectives such as quality and productivity measures
  • Identify and communicate trends across client base
  • Communicate operational concerns to clients
  • Maintains in-depth knowledge of Sphere products and services
  • Conduct basic training on Sphere products and services
  • Contributes to team effort by growing as a lead for complex client services inquires and departmental objectives

KNOWLEDGE, SKILLS, AND ABILITIES

  • Proficient understanding of the credit card and payment solutions industries a plus
  • Impeccable communication skills necessary, both verbal and written
  • Adhere to both written and verbal processes
  • Ability to work in an evolving environment
  • Ability to articulate technical information to non-technical clients
  • Ability to learn quickly
  • Creative problem-solving skills
  • Extremely organized
  • Ability to multi-task
  • Computer and Internet literate “Tech savvy”
  • Ability to adhere to attendance policy

WORKING CONDITIONS

  • Monday through Friday 8am-5pm
  • Occasional overtime

MINIMUM QUALIFICATIONS

  • High School Diploma or equivalent
  • Some College Preferred
  • 4+ Year(s) Customer Service-related Experience
  • 2+ Year(s) Call Center Service-related Experience

Note: Successful applicants must submit to a pre-employment background check and drug screen

Sphere

Why Work Here?

Dynamic, fast paced enviornment with room for growth!

Sphere, powered by TrustCommerce, is a leading provider of end-to-end integrated payments, security software, payments gateway and merchant acquiring products and services. Sphere serves a variety of companies from large, complex enterprises to small local businesses across a range of end-markets, including healthcare, restaurant, retail, parking, education, transportation, and insurance. We offer a dynamic, fast-paced environment where we are dedicated to helping our employees succeed, as well as offer a generous benefits package including a no-waiting-period health insurance program.

Address

Santa Ana, CA
USA

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